Senior IT Engineer

About the Role:

Design develop and/or integrate proven solutions to IT infrastructure for vast portfolio of commercial customers. Troubleshoot system administration issues or network concerns. Perform systems management and integration functions. Build Virtual servers (HyperV or Azure or AWS) and setup workstations with any without previously defined images or templates proficient using Microsoft Intune Device Management.

Key Responsibilities:

Provide Remote Desktop Support: Address client issues promptly and effectively ensuring minimal disruption to their operations.

Collaborate on Projects: Work with clients and team members to understand business objectives and assist in project implementation to achieve those goals.

Project Management: Collaborate with Helpdesk/Project Managers to define project scopes create plans and execute technical projects efficiently and within deadlines.

Level 2/3 Escalation: Act as an escalation point for complex technical challenges resolving help desk issues and providing guidance to junior team members.

Client Onboarding: Facilitate the onboarding process for new clients ensuring smooth transitions and efficient setup of IT systems.

Communication: Maintain open and clear communication with internal team members to promote effective collaboration and knowledge sharing.

Remote Support for OnSite Installations: Support onsite installations remotely as needed deploying equipment and systems with precision and attention to detail.

Technical Support Channels: Provide technical support through various channels including phone email chat and deliver exceptional customer service.

OnCall Rotation: Participate in a roundrobin oncall rotation system to address urgent client needs outside of regular business hours.

Mentoring: Act as a mentor and knowledge resource for junior colleagues offering guidance and support to help them develop in their roles.

Documentation: Update and maintain documentation related to internal tools and troubleshooting processes.

Operations Support: Provide escalation support for operations issues that arise off the help desk.

Automation: Utilize scripts to enhance productivity and implement automation for repetitive tasks in operations.

Technical Expertise:

• Server Setup: Utilize extensive experience to set up servers from scratch demonstrating proficiency with Microsoft Intune VDI VMware Azure AWS ESX and HyperV technologies.
  
• Networking Technologies: Showcase advanced proficiency in networking technologies including DHCP DNS VPN switching firewall and routing. Experience with Cisco WatchGuard SonicWall and Ubiquiti firewall devices is preferred.
  
• MSP Industry Expertise: Apply your expertise in the Managed Service Provider (MSP) industry to contribute to the seamless operation and management of client environments ensuring optimal performance and reliability.
  

Requirements

Job Requirements:

Experience: 710 years of proven experience in the IT/MSP industry with a strong track record of successful project implementations and desktop support.

MSP Experience: Experience working for a Managed Service Provider (MSP) utilizing PSA (Professional Services Automation) and RMM (Remote Monitoring and Management) tools. Experience with Autotask and Datto RMM is preferred.

Communication Skills: Excellent verbal and written communication skills with a customercentric approach to problemsolving and interpersonal interactions.

Technical Expertise:

• Experience with Windows Server 2012/2016 including Active Directory Group Policy Objects (GPO) Internet Information Services (IIS) DNS DHCP DFS/R and Microsoft Certificate Authority.
  
• Managing Windows servers both onpremises and virtual as well as M365 and Azure environments.
  
• Proficiency in higherend networking and VOIP technologies.
  

Project Management: Ability to thrive in a fastpaced environment effectively managing multiple priorities and deadlines.

Leadership and Mentoring: Strong leadership and mentoring abilities with a passion for helping others succeed and fostering professional growth.

Adaptability: A flexible approach to working with new and evolving technologies.

Stress Management: A calm and focused approach to highpressure situations.

Certifications: Industry certifications such as Network CCNA MCSE or AWS Certified Solutions Architect are preferred.

Requirements Job Qualifications: Minimum of 1-2 years of experience in a similar role, preferably within a managed service provider (MSP) environment. Knowledge in troubleshooting and resolving complex issues across a variety of IT domains, including networking, systems administration, virtualization, and cloud technologies. Proficiency in deploying and managing enterprise-grade networking equipment, servers, and storage solutions. Strong working knowledge of Microsoft server and workstation operating systems, registry settings, DNS/DHCP, TCP/IP networking, and firewalls Hands-on experience with leading IT platforms and technologies, such as Microsoft Windows Server, Active Directory, Citrix, VMware, Hyper-V, Cisco, and/or Juniper. Strong analytical skills and the ability to think critically and strategically to solve problems efficiently. Excellent communication skills, with the ability to convey technical concepts clearly and effectively to both technical and non-technical audiences. Proven track record of delivering exceptional customer service and building strong client relationships. Desire and ability to learn new technologies and the ability to multi-task to deliver services using various technologies to multiple companies